3.
SMART KPIs <ul><li>SMART stands for goals or KPIs that are: </li></ul><ul><li>Specific . Is the objective applied to measure real-world problems an opportunities and drive performance? </li></ul><ul><li>Measurable . Can a quantitative or qualitative attribute be used as a measure? </li></ul><ul><li>Actionable . Can the information be used to improve performance? If the objective doesn’t change behaviour in staff to help them improve performance, there is little point in it! </li></ul><ul><li>Relevant . Can the information be applied to the specific problem faced by organisations? </li></ul><ul><li>Time-related . Does the goal cover a period like month, quarter or year? </li></ul>

5.
Measurement <ul><li>Key Performance Indicators </li></ul><ul><ul><li>Measures that help you understand how you are doing against your objectives. </li></ul></ul><ul><ul><li>highlight success, or failures, for the objectives you have created for your organization </li></ul></ul><ul><li>Business Objectives: </li></ul><ul><ul><li>Increase Sales, Increase customer retention, Reduce Acquisition Costs, Increase # of leads, Increase share of voice, Increase quality of leads to sales, Reduce customer service costs </li></ul></ul>

33.
http://www.4qsurvey.com/ “ Bad web site. Difficult to find item as no search box provided for short cut ” “ I can't find any prices on your website ” “ Would like to see where I can buy products from ” .